Customer Success Lead

Are you ready to join an exciting tech scaleup and make a significant impact on our cutting-edge projects?  We are seeking a talented and experienced Customer Success Lead to join our dynamic team.  If you are passionate about marketing and working with big brands and reside in the UK or South Africa this is the perfect opportunity for you.

Our Customer Success Lead is the main point of contact for clients.  Managing, onboarding and supporting clients on a day-to-day basis, analyzing and interpreting data to best meet the client's objectives and engaging the team around you to deliver on client projects.

Why work at Bulbshare?

We’re on a mission to solve the world's biggest social and commercial challenges through the power of customer collaboration.  Our leading-edge technology and world-class teams help some of the most iconic brands in the world (LEGO, Nestlé, Coca-Cola) by creating unique online communities that collaborate and provide real-time insights, ideas and content.  These customer-led insights fuel new ideas for products, marketing campaigns, content creation and much, much more.  As Bulbshare rapidly accelerates its growth, we are looking for an exceptional Customer Success Lead to join our team and contribute to our mission. 

We offer our talent -

• Work hard, have fun environment - We work hard to deliver a fulfilling, exciting workplace environment for each Bulbshare employee. Our teams are composed of smart, talented, curious people who love a good challenge. 

• Values driven culture where we connect, collaborate & co-create.

• Remote first company (fully remote)

• Tech provided

• Company sick pay

Diverse, experienced, friendly team which will welcome you, support you and challenge you. We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success.

What we need in this role:

• Manage existing client relationships, retention and renewal processes, ensuring we are highly organized and set up for success

• Work collaboratively with the Community and Research Teams to ensure activity is scoped and delivered on time and to a high standard

• Drive existing client expansion revenues through building strong client relationships/networks and proactively seeking-out incremental revenues (new brands, teams and markets)

• Manage new client pilot activity setting clear KPI's and defining a path for conversion to annual contract

• Instil a more commercial focus based around core metrics of retention, expansion and satisfaction and introduce greater organization and rigor (e.g. quarterly account planning and reviews)

• Support CCO and CEO with new business pitches, running Platform demos, assisting the preparation of proposal and RFI/RFP responses, joining the tail of the sales cycles for smooth transition

• Manage and track customer health KPI's

• Responsible for managing a range of fast paced research projects – across multiple international locations

• Act as main point of contact for the client on practical issues through the life of the project

• Management of project teams to meet project management and research objectives

• Write persuasive research proposals - propose and justify methodology and cost

• Preparation of presentations to a high standard requiring little or no input from senior management

• Ability to present findings to clients at a high level with strategic recommendations

• Develop and maintain positive team performance and attitude

What you’ll need to succeed: 

• Educated to at least degree level or equivalent in marketing or business

• 5+ years account management, customer success, insight or research experience

• Previous experience working with FMCG companies and brands

• Good appreciation/understanding of marketing and client issues

• Self-motivated with a drive to deliver value for customers

• Ability to work independently as well as in a team

About Bulbshare:  
To learn more about Bulbshare, visit https://bulbshare.com.